Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tonnishia Bailey

Lanett,United States

Summary

Knowledgeable and dedicated customer service professional with 20 years of extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

22
22
years of professional experience

Work History

Customer Service & Support Representative

PNC Bank
01.2022 - Current
  • Receives, investigates and responds to customer inquiries regarding products, services and issues via all channels through which customers are served.
  • Resolves customer service inquiries and issues.
  • Maintains high levels of customer satisfaction consistent with PNC's core values.
  • Managed over 40 customer calls per day.
  • Document customer interactions and complete service request to minimize customer effort or additional action.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.

Custome Care Associate

HEALTH ADVOCATE WEST, INC
08.2021 - 01.2022
  • Answered a variety of incoming calls from members regarding their healthcare questions and other inquiries.
  • Built customer relationships using a friendly courteous and professional manner.
  • Verified/collected demographics and update systems as necessary.
  • Determined and executed the best resolution to assist members based on their needs or request.
  • Connected members to appropriate areas internally and externally.
  • Managed tasks with timely follow-up per policies, which involve interaction with members, providers, insurance carriers and other vendors.

Customer Service Specialist

Verizon
10.2020 - 08.2021
  • Consulted with customers to determine best methods to resolve service and billing issues
  • Documented conversations with customers to track requests, problems, and solutions
  • Built customer relationships - earn their loyalty and trust by being polite and helpful
  • Informed customers about billing procedures, processed payments and provided payment assistance options
  • Delivered fast, friendly and knowledgeable service for routine questions and service
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues

WIPC Technical Support Specialist

Tonnishia Bailey - page 1
03.2018 - 10.2020
  • Answered incoming client calls involving questions or issues.
  • Updated information on service tickets as required, and ensured proper completion.
  • Answered and resolved customer questions/complaints in a professional, timely, and accurate manner.
  • Established and maintained a professional relationship with. internal/external customers, team members and department contacts
  • Takes accountability for and resolves all customer issues and follow up when appropriate.
  • Resolved issues within the scope of responsibility, escalating to appropriate departmental staff any issues that may adversely impact the client.

Account Management Specialist

Intrado
12.2001 - 03.2018
  • Setup and managed new customer accounts.
  • Responsible for processing various incoming and outgoing sales focused phone calls for assigned clients and programs in accordance with policies, procedures, quality standards, and federal laws ad regulations.
  • Established and maintained professional relationships with internal/external customers, team members and department contacts.
  • Reviewed invoices, payments, and processed account credits.
  • Checked to ensure that appropriate changes were made to resolve customers' problems.

Education

High School Diploma -

Lanett High School
Lanett AL
06.2001

Skills

  • Microsoft Windows and Office
  • Salesforce
  • Customer Communication and Empathy
  • Customer Accounts Management
  • Customer Implementation Support
  • Tracking and Documentation
  • Organizational Skills
  • Resolve Technical Problems
  • Upselling Products and Services

Timeline

Customer Service & Support Representative

PNC Bank
01.2022 - Current

Custome Care Associate

HEALTH ADVOCATE WEST, INC
08.2021 - 01.2022

Customer Service Specialist

Verizon
10.2020 - 08.2021

WIPC Technical Support Specialist

Tonnishia Bailey - page 1
03.2018 - 10.2020

Account Management Specialist

Intrado
12.2001 - 03.2018

High School Diploma -

Lanett High School
Tonnishia Bailey